Moet-Hennessey Team Lead Customer Service H/F in France
Team Lead Customer Service H/F
Société : Fenty
Secteur d'activités : Mode & Maroquinerie
Type de contrat : Emploi à durée indéterminée
Métier : Marketing
Expérience requise : Minimum 10 ans
Référence : FEN00008
Date de publication : 15.11.2019
FENTY is looking for an exceptional and experienced Team Lead Customer.
Position Responsibilities (in liaison with his or her manager) :Client service team :- Manage,engage, energize and involve advisors teams to deliver customer service excellence on a day to day basis- Develop advisors knowledge through consistent brand and product trainings, sharing of best practices- Ensure on-going and real time information sharing between the brand and the Customer Service Center and anticipate impacts of the updates (product launches, country roll out (adding information, language updates, etc.))- Establish relevant standardized answers (phone scripts, emails, chat bot)- Manage agent requests (RUN) and support problem solving within the organization.- Design and propose emergency plans when relevant in coordination with his/her managers
IT infrastructure (Salesforce) :- Manage and prioritize evolution requests- Coordinate resolution of bug fixes- Manage information back-ups
Performance monitoring :- KPI's tracking- Budget tracking and optimization- Quality performance monitoring through sessions d'ecoute
Ensure GDPR complianciesProfil
Graduate with a master in business or engineering or relevant field, with at least a 3 years experience.
A previous experience related to the customer service field or sales is a requirement... in a digital environment is a plus
Strong analytical background and understanding of data analysis,excellent organizational and leadership skills
You are a specialist in Excel.
Good business mindset, common sense and responsiveness.
Your sense of customer service and your taste for teamwork are your main assets.
Outstanding communication and interpersonal abilities
Team player, agile, humble